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Job Description

The primary role for this position is to administer superior technical support via phone or e-mail to internal and external customers in the areas of product troubleshooting, diagnosis, programming or reprogramming, startups, part replacement or repair. As needed, seek additional guidance and advice from Senior Tech Support employees to resolve customer issues. Actively attend trainings to close product knowledge gaps and improve abilities.



Key Tasks & Responsibilities


  • Answer the phones for customers such as agents, distributors, electrical contractors, end users, and internal teams providing them with technical information, crossovers, replacements parts, wiring diagrams, spec sheets, troubleshooting.
  • Manage case load
  • Log suspected product defects for submittal to Sustaining Engineering
  • Set up environments to reproduce issues and test potential workarounds
  • Capture required data from each customer interaction in case tracking tool in proper format as directed. This includes, but is not limited to, product type, troubleshooting steps, and solutions to common issues documented into knowledge base.
  • Provides expertise for internal Regional Post Sales (RPS) in determining solutions for post sales issues, interfacing with Product Support for assistance.  May have the need to talk directly with the customer but transfers execution and closing of claim back to Regional Post Sales.
  • Proactively identifies gaps in content, presentation or media that customers interface with and provides solutions in conjunction with Product Support.


Required Experience and Knowledge:


  • 1+ year of relevant work experience (help desk, technical support, Geek Squad, etc)
  • Good interpersonal skills, strong problem solving, tenacity, forward-thinking, responsive, Adaptive to change.
  • Technical Aptitude, Customer Service, Matrix Mindset, Communication
  • Experience interacting with customer especially via phone


Nice to have:


  • Basic Networking Experience a plus
  • Basic Building Management System experience a plus
  • Bi-Lingual English/Spanish a plus


Educational Background

Two or Four year degree, or equivalent technical support experience


Equal Opportunity Employer/Minorities/Women/Veterans/Disabled/Sexual Orientation/Gender Identity

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact (770) 922-9000.

Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.

Req ID:  668

Nearest Major Market: Atlanta

Job Segment: Technical Support, Engineer, Electrical, Database, Technology, Engineering, Bilingual

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